Re: Whole Home WiFi firmware update v1.02.04 build10

"we apologise for the issues some of you have had recently with your whole home Wi-Fi product.

Our technical teams have been working very hard to investigate over the last few weeks and we thank those of you who have contacted us and given us some logs and feedback.

If you're affected by an issue and haven't already contacted us, then please do so on 0808 1006116 orbtconnectedhome@bt.com. When doing so, and if you're willing, we may also ask you for some help with logs and details of your environment to help with our investigation.

Thanks for your continued patience.

If you’d prefer not to wait for this and your system isn't working for you, you're obviously within your statutory right to return your product for a refund back to the retailer where you bought it . But we hope you’ll stick with us for a bit longer…

Re: Whole Home WiFi firmware update v1.02.04 build10

"we apologise for the issues some of you have had recently with your whole home Wi-Fi product.

Our technical teams have been working very hard to investigate over the last few weeks and we thank those of you who have contacted us and given us some logs and feedback.

If you're affected by an issue and haven't already contacted us, then please do so on 0808 1006116 orbtconnectedhome@bt.com. When doing so, and if you're willing, we may also ask you for some help with logs and details of your environment to help with our investigation.

Thanks for your continued patience.

If you’d prefer not to wait for this and your system isn't working for you, you're obviously within your statutory right to return your product for a refund back to the retailer where you bought it . But we hope you’ll stick with us for a bit longer…

BT Whole Home Wifi Product Team

Paddy, thanks for the response but as you say there is nothing new here.

A few weeks? 8 weeks and counting by our recogning. Is this how your counting the number of users effectect too?

Personally I'm looking for is some indication of when BT think/hope this will be fixed. I'm one who does want to stay but have already lined up a return to Amazon. Luckily for me they've given me a what I consider to be a huge return period of a month so still considering my options.

Also, whilst I'm not in this position I believe some users have bought a system they cannot return for whatever reason.

Re: Whole Home WiFi firmware update v1.02.04 build10

"we apologise for the issues some of you have had recently with your whole home Wi-Fi product.

Our technical teams have been working very hard to investigate over the last few weeks and we thank those of you who have contacted us and given us some logs and feedback.

If you're affected by an issue and haven't already contacted us, then please do so on 0808 1006116 orbtconnectedhome@bt.com. When doing so, and if you're willing, we may also ask you for some help with logs and details of your environment to help with our investigation.

Thanks for your continued patience.

If you’d prefer not to wait for this and your system isn't working for you, you're obviously within your statutory right to return your product for a refund back to the retailer where you bought it . But we hope you’ll stick with us for a bit longer…

BT Whole Home Wifi Product Team

@PaddyB Thanks for at least posting, but I do feel your response is unacceptable stance from BT, it does not take 8+ weeks to identify a problem to at least give a suitable update of why it is happening. It may take longer to resolve the firmware but even then days not weeks. 8 weeks to me tells me that BT have no clue what has happened

Re: Whole Home WiFi firmware update v1.02.04 build10

@PaddyB Thanks for at least posting, but I do feel your response is unacceptable stance from BT, it does not take 8+ weeks to identify a problem to at least give a suitable update of why it is happening. It may take longer to resolve the firmware but even then days not weeks. 8 weeks to me tells me that BT have no clue what has happened

Can you reproduce the problem - 1

If so is there firmware in beta test that we are not aware of - 2

I would have thought this might also be useful

Can we have release notes published for each version of firmware -3

Why can you not make available previous versions of firmware to allow customers who are having the probleems to self downgrade to the previous firmware - 4

Re: Whole Home WiFi firmware update v1.02.04 build10

Paddy, I’m keen to stay with the product, but do your dev guys know what this issue actually is?

Another issue I have it that we only use tablet and mobile devices here and the software doesn’t appear to let me download logs to a tablet device, a bit of an oversight, therefore I can’t provide logs easily. I have provided the other information as requested, but think the ability to download logs to a mobile/tablet device should be implemented.

Re: Whole Home WiFi firmware update v1.02.04 build10

It is challenging to post any meaningful update when resolving complicated firmware issues. However, even a “we’re still working on it” is better than silience.

There may even be some workarounds, while not perfect, that may be worth publishing.

As for rolling back the firmware - I suspect the process isn’t designed to do it so they’d need to release it as build 10a which would impact users who are not experiencing problems. To avoid this they’d likely need to tweak it further to allow you the choice but I suspect they’ve chosen to throw all their resource at a hot fix and testing cycle before release.

Re: Whole Home WiFi firmware update v1.02.04 build10

I'm puzzled why an earlier software version can't be made available. My discs were regressed to an earlier version so I can't check v1.02.04 build 10 but this one shows the option to manually update firmware: